AI Chatbot Development for E-commerce Customer Support

Hyacinth Ampadu

Completed work

AI Developer

AI Engineer

FastAPI

Google Cloud Platform

OpenAI

E-Commerce

Overwhelmed by WhatsApp Customer Queries? See How Generative AI Revolutionized Customer Support for This E-commerce Business

This article was originally published on JoAmpsConsult.com. You can view the original post here.

Imagine repeatedly answering the same customer question — day in, day out. That’s the reality our client faced on WhatsApp. Their support team was overwhelmed, response times suffered, and customers grew frustrated. They needed a 24/7 solution to meet demand and deliver a better experience.

Here’s how we helped them transform their operations with an AI-powered conversational chatbot integrated directly into their WhatsApp platform.

The Problem

Our client faced several challenges:

• High volumes of repetitive inquiries that bogged down their WhatsApp support.

• Longer response times due to limited human support availability.

• Inconsistent customer experiences, leading to dissatisfaction.

What they needed:

Automated responses to the majority of user queries.

Reduce dependency on human agents.

Escalate complex issues to human agents seamlessly

Provide a seamless, always-available customer experience.

The Solution

We developed and deployed a custom AI-powered chatbot tailored to their unique needs. This chatbot handled complex customer interactions with ease and was fully integrated into their WhatsApp platform.

Key Benefits:

Personalized Responses: Integrated with the client’s CRM and FAQ to provide tailored, real-time answers.

Custom AI Models: We trained a lightweight AI model (DistilRoberta) to classify inquiries and efficiently route them.

Natural Conversations: Utilized large language models (LLMs) to handle complex, conversational queries seamlessly.

24/7 Availability: Ensured the chatbot operated around the clock.

Real-Time Optimization: We monitored performance continuously to enhance accuracy and speed.

The Results:

Improved Efficiency: Reduced reliance on human agents by automating over 80% of repetitive customer queries.

24/7 Availability: Customers received instant, accurate responses around the clock.

Enhanced Customer Experience: Personalization and real-time data access resulted in higher customer satisfaction scores.

Scalability: The solution was designed to handle increasing user traffic without performance degradation.

The Technology Stack

(For the tech-savvy reader, here’s what we used to build this solution.)

AI Frameworks: PyTorch, Hugging Face, Langchain, LangGraph

Infrastructure & Deployment: Google Cloud Platform (Cloud storage, Cloud Run, Compute Engine, Cloud Tasks, Cloud Scheduler, Cloud Monitoring, Artifact Registry, etc.)

Containerization: Docker

Databases and Vector Storage: Pinecone (Vector Database) for semantic search and fast retrieval, MySQL and MongoDB for structured and unstructured data storage

API Integration: OpenAI APIs for GPT models, Official WhatsApp API for customer communication

Frameworks for Orchestration: FastAPI

AI/ML models: Llama-3.1–8B-Instruct, GPT-4o/GPT-4o mini, Distilroberta-base

Monitoring: Weights and Biases for model performance tracking

Key Takeaway

AI-powered chatbots are transforming customer support by automating repetitive tasks, ensuring 24/7 availability, and delivering highly personalized experiences. For businesses facing overwhelming customer inquiries, investing in a chatbot solution could be the game-changer they need.

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